portrait quadstone company update and product roadmap neil skilling product director starting in 15...
TRANSCRIPT
Portrait Quadstone
Company Update and
Product Roadmap
Neil Skilling
Product Director
Starting in 15 minutesStarting in 10 minutesStarting in 5 minutesStarting in 2 minutesStarting now
Please join the teleconference call
Customer Confidential
Agenda
– About Portrait Software– Portrait Quadstone– Products– Product Roadmap– Feedback
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Use Q&A (not Chat please):– Click on the Q&A Panel icon at the bottom-right of your screen:
– Type in your question:
How to Ask Questions
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Portrait Software
– Portrait Software is a UK company – 20 years old, based in Henley-on-Thames– AIM Listed – They specialize in software for customer
interaction management– They are profitable and have approximately
150 customers worldwide.
Customer Confidential
Key Portrait Customers(FY04-05 Portrait License Growth: 197%)
Customer Confidential
Nationwide Building Society
““Thanks to Portrait's intelligent prompts, Thanks to Portrait's intelligent prompts, successful prompted conversations are successful prompted conversations are running at double original estimates.” running at double original estimates.”
““Nationwide's employees have been Nationwide's employees have been impressed with Portrait as it enables impressed with Portrait as it enables them to develop enhanced relationships them to develop enhanced relationships with customers by treating them as with customers by treating them as individuals”individuals”
““We will sell tens of thousands of more We will sell tens of thousands of more products in 2004/5 through Portrait”products in 2004/5 through Portrait”
-- Simon Baines iCRM DirectoriCRM Director
Nationwide Building SocietyNationwide Building Society
Business ProblemBusiness Problem
• Largest Building Society in the World - 11 Million membersLargest Building Society in the World - 11 Million members•Insurance, mortgages, savings, current accounts, life assurance, Insurance, mortgages, savings, current accounts, life assurance, investment products & personal loansinvestment products & personal loans•Drive to differentiation - dramatically improve customer serviceDrive to differentiation - dramatically improve customer service•Siloed customer communication channelsSiloed customer communication channels•No Single customer viewNo Single customer view
SolutionSolution
• An integrated multi-channel CRM solution based on PortraitAn integrated multi-channel CRM solution based on Portrait•12,000 customer-facing staff in branches and contact centres12,000 customer-facing staff in branches and contact centres•Single view of the customer across multiple channelsSingle view of the customer across multiple channels•Flexible processes to handle changeFlexible processes to handle change•Improved up-sell and cross sell via Intelligent PromptsImproved up-sell and cross sell via Intelligent Prompts•Integrated sales, integrated services, single marketing desktopIntegrated sales, integrated services, single marketing desktop
BenefitsBenefits
• During 2005During 2005•Portrait handled over 7.5 Million customer engagements.Portrait handled over 7.5 Million customer engagements.•Peak of 33,000 in one dayPeak of 33,000 in one day•Delivered 1.5 Million Intelligent promptsDelivered 1.5 Million Intelligent prompts
• Intelligent Prompt Delivering to bottom lineIntelligent Prompt Delivering to bottom line•Up to 40% receive positive responseUp to 40% receive positive response•15% of all prompts result in a sale15% of all prompts result in a sale•Results running 220% ahead of original estimatesResults running 220% ahead of original estimates
•Delivered 12 month ROIDelivered 12 month ROI
Customer Confidential
Partner Case Study – Fiserv CBS: Aperio powered by Portrait™
“We chose Portrait Foundation as the development tool and run-time environment for our new Aperio application. We went through product training and delivered our first three Aperio product version releases ahead of schedule, and we have recently won our first major Aperio victory in the US. Fantastic results in a very short period of time”
John Macaluso, CTO, Fiserv CBS Worldwide
Customer Confidential
Portrait Quadstone Combination Values
– Customer Interaction Leader– Point of interaction system– Collect data– Distribute knowledge
– Process centric model– Interaction management
– Customer Analytics Leader– Data Mining– Data Exploration– Predictive Analytics
– Knowledge Management– Business application experts
Merger integrates Customer Intelligence into the Customer Interaction Management system
Insight at the point of interaction
Merger integrates Customer Intelligence into the Customer Interaction Management system
Insight at the point of interaction
Customer Confidential
Quadstone and Portrait Integration Themes
– World’s best customer analytics in every interaction– Make the right decision between sales, service and data gathering – Make best of breed predictive modeling available in all customer
interactions– Deploy Quadstone’s unique Uplift Analysis into every customer
interaction
– Collaborative Intelligence– Broader distribution of decision making: analytical, operational and
supervisory– Develop from service process analysis to interaction analysis– Extend integration with information workers core tools– New source of engagement history improves intelligence
– “Right-Time” Rules Integration – Packaged real-time offer arbitration based on customer-initiated
requests– Individual value based decisions at the point of interaction – Combine interaction context with long-term behavior information
Market View
Customer Confidential
Destination CRM
“Portrait Software/Quadstone is the single visionary company, defined as having a
strong vision for the evolution of the industry.”
Destination CRM
Thursday, January 26, 2006
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Gartner Magic Quadrant 1Q2006
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Offerings: Collaborative Customer Analytics
– Self-Service Analytics– Three-level interface to provide self-service analytics for a
wider user community– Predictive Customer Analytics
– Complete analytic environment (ETL, visualization, data mining, deployment, collaboration) for power analyst teams
– Predictive Customer Analytics: Uplift – Advanced analytic technique for optimized targeting
Product Roadmap
Customer Confidential
Portrait Quadstone Roadmap
– Major Release Schedule: – Self-Service Analytics (aka Profiler) v1.2 – December 2005– Interaction Optimizer v1.0 – March 2006– Quadstone System v5.2 – May 2006– Self-Service Analytics v2.0 – June 2006
– Future Releases:– Self-Service Analytics v2.1 – Q3 2006
– Guided analytics – methodologies merged with collaboration– Self-Service modelling adds to self-service BI
– Interaction Optimizer v2.0 – Q4 2006– Customer Interaction Strategy Management Portal– Insight to Action
– Predictive Customer Analytics v5.3 – H1 2007– Integration and extension of UpliftPlus– Portrait Foundation Integration– Large memory edition – 64-bit
Customer Confidential
Quadstone System v5.2 Release Summary
– Import and Export of Metadata: preparation reuse
– Comparison of Profiles and Audits
– Extended Office Integration
– Comparison of segments
– Small sample Decision Tree improvements
– Large flat file support
– Focus dependency display– Simplified Profile and Audit Deployment– Improvements to Significance Aggregation– Relaxed field naming requirements– Field Type Simplifications– Improved ‘Import from Query’ UI
– Primary theme: deployment– Mixture of new feature/functions and maintenance– Customer delighters
Customer Confidential
Self-Service Analytics
– Self-Service BI – Easy, unrestricted and flexible access to customer data for users throughout the company
– Web-based interface to the Quadstone analytics data cache – removing the limitations of OLAP
– Three levels of interface to all available data– Executive/novice interface – internet search– Manager/self-service interface – web portal– Analyst interface – client-server deep dive visualization & modeling
– Opportunity for a new, powerful and flexible solution– Interface that can grow with the user’s skill level– Simpler interface for the wider user community– Power users can deep dive in an unrestricted way
Customer Confidential
Self Service Analytics Key Features
– Flexible, role-based ad-hoc query– Query on any field with any measure and any filter – Granular data available (individual records)– Generate reports, charts, lists– One-click “open in Excel”
– Natural language query – Simple executive / occasional-user interface
– Scale & performance– Zero-footprint web-based client– Response times in seconds for hundreds of users, millions of records– Minimize change-management and administration vs. cube-based
– Collaboration– Results sharing across the enterprise– Tightly integrated with the Collaborative Framework
Customer Confidential
Self Service Analytics v2.0 Release Summary
– Custom measures (arithmetic calculations, table calculations)
– Custom segmentations:– User-defined breakdown (boundaries,
merge/split)– Parameterised (deciles, equal-range, dates) – Custom label formatting (abbreviations, user-
defined) – Timeline queries (automated refresh on data update)
– Filters: – Filter creation from visual selection on results – Multiple named filters– Ad-hoc date filters (with calendar selector)
– Results:– Line charts; nested tables; composite profiles
(time analysis)– Layout preview– Simplified record view interface (lists)
Interaction Optimizer
Customer Confidential
Interaction Optimizer
Service & SupportService & SupportChannels/ProductsChannels/Products
Fulfilment ProcessesFulfilment Processes
Sales through serviceSales through service Customer AnalyticsCustomer Analytics
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Customer AnalyticsCustomer Analytics
Customer Confidential
Interaction Optimizer
Portrait FoundationPortrait FoundationCustomer Interaction Customer Interaction
DeliveryDelivery
Portrait FoundationPortrait FoundationLead management etcLead management etc
Portrait InteractionPortrait InteractionOptimizerOptimizer
Combine & re-evaluate analytical, strategic and delivery rules at interaction to deliver most relevant and profitable offer or service.
Lead managementProcess drivenWorkflow/ Case management
Single customer viewMulti-channelManaged & unmanaged
Portrait QuadstonePortrait QuadstonePredictive AnalyticsPredictive Analytics
Highly visualAccessible to businessCollaboration across the businessDerived modelsValue based propensity
Customer Confidential
Interaction Optimizer
Portrait FoundationPortrait FoundationCustomer Interaction Customer Interaction
DeliveryDelivery
Portrait FoundationPortrait FoundationLead management etcLead management etc
Portrait InteractionPortrait InteractionOptimizerOptimizer
Combine & re-evaluate analytical, strategic and delivery rules at interaction to deliver most relevant and profitable offer or service.
Lead managementProcess drivenWorkflow/ Case management
Single customer viewMulti-channelManaged & unmanaged
Portrait QuadstonePortrait QuadstonePredictive AnalyticsPredictive Analytics
Highly visualAccessible to businessCollaboration across the businessDerived modelsValue based propensity
Portrait InteractionPortrait InteractionOptimizerOptimizer
Portrait Interaction OptimizerPortrait Interaction Optimizer
Interaction ProcessesDelivery of promptsProcess flowData captureHost integration
Rules Flow ServerArbitrate action based onReal time scoresDelivery rulesStrategy rules
Real Time Scoring EngineHigh throughputAnalytical modelsRe-evaluate at start and throughoutinteraction as data changesDeliver value based decisions
EngagementModeller
IO ConsoleManagement & Reporting
Analytical Input
Customer Confidential
Any Questions?
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After the Webinar
– These slides, audio, and video recordings of this webinar will be available via www.quadstone.com/training/webinars/
– Any problems or questions, please contact [email protected]
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Proposed Future Webinars and Other Dates
– Introducing Self-Service Analytics March 22nd, 23rd – Getting Started with the Quadstone System April– What's new in the Quadstone System 5.2 May– The Wonders of Field Derivation Language (FDL) Jun
See www.quadstone.com/training/webinars/
To Be Announced:– US User Group May– European User Group Autumn
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www.portraitsoftware.com